Resort Assistant Night Manager

Celtic Manor Job Description DEPARTMENT Rooms Division POSITION Assistant Night Manager GRADE Assistant Manager REPORTS TO Resort Night Manager and Front of House Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their relevant Manager. POSITION OVERVIEW Responsible for managing the Night Team effectively and ensure the night audit process is completed to the Resort standard. Provide support and assistance to all Resort departments if required. Manage all aspects of the emergency procedures during your shift in the absence of the Resort Night Manager . Ensure all team members deliver five star service and are motivated towards providing customer service excellence to our guests. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Responsible for regular dissemination of information which is to encompass organisational and individual activities. Budgets Responsible for monthly, quarterly and annual budgets in conjunction with the Senior Executive team. S tandards Responsible for establishing and maintaining all Standard Operating Procedures (SOPs) within their department(s), including but not limited to employee, customer, financial and health and safety objectives. Controls Responsible for setting controls relating to the above set standards, enforcing these controls and taking appropriate action when necessary. Responsible for implementing key performance indicators for the department based on the controls devised. Structure Responsible for defining, implementing and maintaining a sound organisational structure within the department(s), focused on achieving the Resort and departmental goals and objectives. Responsible for defining and documenting job descriptions and person specifications and managing the Human Resource aspect of the department in line with Celtic Manor standards. Team Responsible for the recruitment, management and the disciplinary process in conjunction with the Human Resources Department for all employees within the department(s). Responsible for the welfare and wellbeing of all departmental employees, promoting the professional career development of the team. Responsible for ensuring that all staff appraisals are conducted routinely and effectively for all employees within the department(s) and that the results are actioned where required to ensure a personal development plan is set and maintained for each member of the team in the department. Delivery Responsible for ensuring all equipment, tools and supplies are available and maintain relationships with the suppliers of the equipment, tools and supplies. Responsible for the maintenance, security, computer systems, cleanliness and appearance of the department(s), both front and back of house. Responsible for delivering the product in accordance with set standards, exceeding the internal/external customer expectations. In the absence of the Night Manager, control and co-ordinate the Fire Team in the event of an alarm activation and/or an evacuation. Assist the Night Manager with all aspects of the night audit procedure and in the absence of the Night Manager complete the Night Audit. Responsible for the maintenance, security, computer systems, cleanliness and appearance of the department, both front and back of house. Deliver exceptional customer service to both internal and external customers. Ensure all equipment is fully operational and functions correctly and in accordance with the Resort health and safety requirements. Resolve guest complaints escalated from team members, communicate results to the department manager. Support the Night Manager with the systematic training of team members. Maintain an efficient training administration system and ensure all forms are prepared for the training review. Conduct coach and counselling sessions when appropriate in accordance with the Resort policy and procedure. Maximise Resort revenue at all times and stay abreast of all special offers and Resort events. Offer support in the form of mentoring to team members when required. Provide First Aid across the resort when required and complete the accident book to the Resort standard Report directly to the Front of House Manager all issues affecting the night shift. Supervise the night Rooms Division team and provide support to other departments when required. Recommend to the Front of House Manager changes in procedures likely to improve the operation. Has a full and up-to-date knowledge of Resort facilities, services and events. Actively seeks this information if necessary. Establishes and maintains effective and positive relationships with his/her team members as well as with all other departments. Maintain appropriate standards of conduct, hygiene, uniforms, appearance and posture of Night team members. Ensure all night audit procedures are reviewed and updated on a regular basis. Provide and maintain effective communication with the IT department in reference to computer operations to ensure the efficient running of night audit. Complete account audits of guest bills and ensure the final bill reflects the instructions on the billing comments. Ensure express checkout letters and bills are delivered to guest bedrooms. Provide suitable explanations to support any rebates resulting from guest complaints. Resolve complaints and complete any follow up action that may be required. Ensure all wake up calls are set for all guests. Reports incidents to the department manager where staff do not conform to the standards required by the Job Description, SOP’s and Resort requirements as defined in the Staff Handbook. Ensures that resources are used effectively, minimising waste to protect our environment and to reduce costs. Ensures accurate records of guest history are kept and regularly updated ensuring duplicate information is kept to a minimum. Check guests in and out of the Resort. Control change requests from the main Resort float and ensure the float is counted each night to ensure no discrepancies levels. Any discrepancies must be reported and rectified immediately. Assist with the administration of Group Checkins to ensure all aspects are completed in preparation for arriving guests. Ensure transport to and from Resort buildings runs smoothly with minimum delay assist with transport when necessary. Training Responsible for maintaining, setting and achieving training standards in conjunction with Human Resources and within set budgets. Leadership Responsible for the leadership of the team and individuals including frequent periods of internal/external customer contact to attain feedback on individual and departmental performance. You will also be responsible for internal/external complaint handling, for feeding back information to employees in a positive and constructive way. Also, providing solutions. Responsible for communicating the overall Resort and departmental goals and objectives and ensuring all employees are motivated to achieving these. Responsible for conducting daily weekly and monthly strategic departmental meetings, minuting these meetings and distributing the minutes to the employees. Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the resort. Checking Responsible for gathering information as required by the appropriate controls in place to determine achievement of key performance indicators. These controls include customer feedback, employee feedback, management feedback, financial performance and any other as required. Evaluation Responsible for compiling periodic reports based on the checking process. Responsible for analysing the information and applying management skills to determine outcomes, documenting these outcomes in the reports and communicating and distributing these reports within the department, to other departments and to Senior Executives. Innovation Responsible for taking the results of the evaluation and implementing changes to ensure continuous innovations and improvements are made within the department. Responsible for implementing these changes, communicating the changes as required, following up on the changes ensuring all controls and checking processes are in place to evaluate the success of the changes made. Responsible for monthly reporting on the success of the changes made.